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c o mH i C u s t o m e rs u p p o r tN o n eo f t h e s o u n dc l i p so n y o ur w e b s i t ew o r kf o r m e .W h a ts h o u l dl d o ?CheersLillyO_anzee1 Sam has a problem downloading a music file, so shecontacts Customer support.Read her email.BbEdnYkhsFomrTdEeea EglxbGlts^eNHelpllsa n!lopto"ass.comAll clips are in Windows Media format - customersmust have Windows Media Player installed.If they have Windows Media Player installed,they should:check their system sound settingscheck the sound settings on their media player(Thesound settings might need to be turned up.)UsefullanguageDo...Y o uc a n d o .
. .Try doing ...I suggestyou do ...s"oo, lProblemwith downloadingMP3fileD e a rC u s t o m esru p p o r tId o w n l o a d eadnM P 3f i l ea n dm yc o m p u t e r t h i nikt s' sa t e x tf i l e . W h acta nI d o ?Ell.T h ank sSamVbwln$dF@lT*EAffiGtflolpM EE r c ml l s u p p o r t @ l o u d p l a y . c o m2 Read how Customer support replies to SamEile EdlEdllEts.d EgrXbAYbwhenFgmetE|s.tE€|xbcts|T@lsAtua3s " u ' * 'I, R E : P r o b l ewmi t hs o u n dc l i p sBolpE E o} 'rrom.||support@loudplay.com! J"d o p t w ' 'a'DearSamS o m eo p e r a t i n gs y s t e m ss h o r t e nl o n gM P 3 f l l e n a m e sb yl o s i n gt h e .
mp 3 . T r yr e n a m i n gt h e f i l e b y a d d i n gt h e . m p 3e x t e n s i o nT. h a ts h o u l dw o r k .RegardsC u s t o m e rs u p p o r tLII\': ) o p m n sA. . .P e r s o n ael n t e r t a i n m e n t8 5ChecklistAssessyourprogressin this unit.Tick (/) the statementswhich are true.I k n o wk e y t e r m si n p e r s o n a lentertai n ment technologyI can giveadvicein a numberof waysPairworkWork in pairs,A and B.Each of you has details of avideo game.Find out from each other information tocomplete the table.I c a n l i s t e nf o r o o i n i o n sM y r e a d i n ga n d l i s t e n i n ga r eg o o denoughto understandmost ofeach texti n t h i su n i tN a m eo f t h e g a m eC o m p a n y/DevelopmentteamTypeof gameConsoleCood featuresStudent AGo to p.112.Student BGranTurismo4This is a driving simulator game. You can buy, modify,and race cars.lt was developedby Polyphony Digitalfor Sony. This version is for the PlayStation 2 console.The best features are the graphics which are veryrealistÍc,and the driving is very accurate'Key wordsAdjectivesonlineportableNounsanimatorbroadbandclipcodegamesconsoreh a r dd i s khardwareprogramsettingsimulationtracktrendupdateN o t eh e r ea n y t h i n ga b o u th o w E n g l i s hi s u s e di n t e c h n o l o g y t h aits n e w t o y o u .8 6 U n i t1 2Switch onLook at the pictures.What uses for informationtechnology can you think of in these places or situations?Match the examples of computer use in column A withthe areas of application in column B.
More than oneanswer is sometimes possible.A1 using barcodesto identifyitems and prices2 calculatingtheexactdistance to a target3 producing scale models ofnew designs4 identifying an employee byhis or her voice5 checkingcreditcardsusedforpaymentsBhospital.db airport-isupermarketd design.,!Fr,fu,.e securityTIibraryI militaryh oil refineryi the homeFI't6 issuing seat numbers7 analysing blood tests8 storing employee records9 keepingarecordofallborrowings10 calculating the stress on acomponenT11 controlling the temperatureof awashing machine12 monitoring the safety of eachstage in the process13 warnÍngwhen aircraft aretoo close14 monitoringthe life signs of apatient15 comparing fingerprints16 co-ordinating Ínformationfrom all parts of a war-zoneNow Iist the uses for computersin an area oftechnology you arefamiliar with.ipI!iHtil n f o r m a t i o tne c h n o l o g y8 7l n t h i su n i to k e yt e r m sf o r c o m p u t e ru s ei n t h e c ar i n d u s t r yo PastPassiveo h o wt o p r o n o u n c tehe - e df o r mo f v e r b sa n d w o r d sw i t hs i l e n tl e t t e r so u s i n gy o u rs e a r c hs k i l l st o f i n d o u t a b o u tt h e w o r l d ' sm o s tpowerfuI computersReading3 tist the things computerscan do in the design andproductionof a car.CADCAMEXAMP LE SLook at the pictures below.What uses for computers Íncar productioncan you see?What do you think terms 1-4 mean? Read the text andcheckyour answers.1 CAD2 CAM3 CIM4 CNCallow 2-Dand 3-Ddesignsto be madecalculatedimensionsfrom a desian8 8 U n i t1 2b y a c o l l e a g u e .
W ebUe e nT h en a m e w a s f i r s st u g g e s t e di nt h e m e e t i n g f o hr o u r sa n d , w h i l eh e w a s d r i n k i n gaa n exam plecup of Peet'sJavacoffee,he picked'.lava'asof yet a nothername that wou ld neverwork.The initialreactionwas mixed.Arthur van Hoffform er Sen ior Eng i nee1 Sun M icrosystem s1#fi-,rl+./!-\-\aul?-lrz/4 Complete column B of the table.A How was it done inthe past?iB How is it done now?1d e s i g n sp r o d u c e do npaper2 d i m e n s i o ncsa l c u l a t e dbymeasuring3 m o d e l sm a d eb v h a n d4 realcarscrash-tested5 w e l d i n gd o n eb y h a n d e6 c a r si n s p e c t e dby people7 s u p p l i e so r d e r e dby staff8 p a i n t i n gd o n eb yworkers/IlListeningDescribingchangesQ Laura Santini works for a company which makescans and containers for the food and drink industry.She explains to a journalist some of the changes whichhave taken place in this industry.
Listen and note thesÍxchanges she describes.Work in pairs and compare your answers.It'smyjobDiscuss these questions with a partner.Then read thetext to check your answers.1 What kind of work does an IT Support Techniciando?2 Whatis ahelpdesk?Read the text again and answer the questions.1 How did DÍanafind her first job?2 What makes working on a help desk diffÍcult?o LanguagespotPast PassiveStudy the statements about How was it done in thepastl in the table in Reading 4.We can make eachstatement into a sentencelike this:Designs wereproduced on paper.We use the Past Passiveto descrlbe actions Ínthe pastwhere the action is more important than the agentperforming the action,or where the agent is notknown.3 What words does Diana use to describe how callersto the help desk feel?4 What are the good points about working on a helpdesk?5 Whyis it not a goodÍdeatoworkon ahelp deskforlong?6 What are the attractions of Diana's new job?7 What informatÍonsourcesdoes Diana use in herwork?8 How will Microsoft certificatÍonhelp Diana?Find an expression in the text which means:)) Go to Grammar reference p.121a people-handlingskills1 Make each statement from column A of the table inReadíng4 into a sentenceusing the Past Passive.b problem-solving2 Link each pair of statements,past and present,into onesentence.d dealing with telephone calls.EXAMPTE7 Desí'gnswereproduced on paper but now they areproduced by CAD programs.c workingdirectlywithpeopleI n f o r m a t i otne c h n o l o g y8 9Diana Mayo:IT Support TechnÍcianCustomeÍCa]eWorkingon a help deskI'm an IT Support Technician.I work for a large chainwhich sells building materials to the public and totradespeople.AImost every business these days,largeor small, needs support technicians.When I Ieft college,I got a job through an agencyworking for a companywhich provided online supportto local businesses and individuals.
I was on their helpdesk.That meant taking calls and providing advice onall sorts of problems.It'sa job where you need not justtechnical skills but also good'soft skills'.That meanspeople-handling skills. You need to be able tounderstand how the caller feels as well as trying tosolve their IT problems.You have to keep calm whenyou're under pressure.People may be pretty frustratedby the tÍmethey phone you, and they expect you to fixtheir problem right away.It'sa demanding job becauseyou have to cope sometimes with angry people,get allthe information you need to help them with theirproblem, work out how to solve it technÍcally,and thenexplain in a clear,simple way what they can do to puti-h^i'n^o_ c' o ' _r _i oo h_ 'f- 'A help desk is a good place to start.You learn to thinkquickly and how to handle people but I wouldn't advisedoing Ítfor long' It,snot the best paid job.
In my presentjob I get to work with people face-to-face.The work ismore interesting.It'snot all trouble-shooting.I also getto install software,maintain servers,and advise on thebest choice of new hardware.The money is better too.Ifind the best wav to find information onproblems is to use the Internet.Most ofthe manufacturers have sites whichprovide information. There are alsonews groups for sharing Ínformation.I'm planning to get Microsoftcertification.My company isprepared to pay for the coursesand the exams.
It'sgood forthem as it means I can do moreand it's good for myfuture.\Some computing support technicians work on helpdesks Iike Diana. They take telephone calls from peoplewith IT problems.They have to:recordthe facts about the problem accuratelydiagnosethe problemprovide the right advice.I Study this extract from a problem report form. Find outthe meaning of any unfamiiiar terms.ItemLocationMakeModelProblemAdvicegivenClearedbyphoneYes/NoRequiresvisitYes/ No2 f) Now listen to the recording and complete as muchofthe form as you can.3 Work with a partner.With the help of the completedform take turns at playing the role ofhelp desktechnician and the person needing help.{ Compare your performance with the Listening scripton p.128.What differences do you notice between yourversionand the Listeninpscriot?90 Unit12peripherals(n)secondaryequipmentconnectedto acomputerComputersin the future mayh a v eo n l y1 , 0 0 0v a c u u mt u b e sa n dw e i g hn o m o r et h a n l .
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